CIS - CSM EXAM PREP
CIS - CSM EXAM PREP NEWEST 2026/2027 ACTUAL EXAM
COMPLETE 240 QUESTIONS AND CORRECT DETAILED ANSWERS
(VERIFIED ANSWERS) |ALREADY GRADED A+||BRAND NEW
VERSION!!
If the CSM Demo Data Plugin has been installed what are two options either of
which will prepare that instance to be used as part of the release path to
production? (Choose two.)
A. Zboot the instance
B. Disable the Case Interceptor
C. Remove the Demo Data via a HI Request
D. Clone back to this instance from a valid instance - Correct Answer-Remove the
Demo Data via a HI Request
Clone back to this instance from a valid instance
What criteria can be used to determine when a new inbound case should be
opened?
A. When a new customer is created
B. When an internal problem occurs
C. When a customer has a question or issue to resolve
D. When we have new marketing material for a customer - Correct Answer-When
a customer has a question or issue to resolve
1|Page
, CIS - CSM EXAM PREP
From a service provider's perspective, is the following a product or an asset?A
cable modem model that the service provider sells.
A. Product
B. Asset - Correct Answer-Product
Entitlements specify the level of service provided to customers.
A. False
B. True - Correct Answer-True
Partner admin contacts have access to the data of both their partner accounts and
customer accounts.
A. True
B. False - Correct Answer-True
Which of the following are best practice with regard to data imports? (Choose
two.)
A. When importing to multiple instances import to each instance separately.
B. Use ServiceNow automatic functionality to clean the data after it is in
ServiceNow tables rather than in the legacy repository.
C. Ensure the field data lengths in ServiceNow are adequate for the imported data
because ServiceNow does not automatically adjust the length.
D. Images embedded in Knowledge Articles should be uploaded separately. -
Correct Answer-Ensure the field data lengths in ServiceNow are adequate for the
imported data because ServiceNow does not automatically adjust the length.
2|Page
, CIS - CSM EXAM PREP
Images embedded in Knowledge Articles should be uploaded separately.
Cost Information on cases is available as part of the Performance Analytics
Content Pack for Customer Service.
A. True
B. False - Correct Answer-False
What is the purpose of the Guided Decisions capability?
A. Provide agents with an escalation guide
B. Guide agents through account management
C. Dynamically guide agents to help resolve complex cases
D. Provide agents with a knowledge guide - Correct Answer-Dynamically guide
agents to help resolve complex cases
Which feature enables you to quickly identify high-priority tasks based on multiple
dimensions, not just by a single field value like priority?
A. Case Performance
B. Case Analytics
C. Case Digest
D. Case Spotlight - Correct Answer-Case Spotlight
During which Now Create stage are workshops conducted?
A. Execute
B. Initiate
3|Page
, CIS - CSM EXAM PREP
C. Deliver
D. Plan
E. Close - Correct Answer-Plan
Which application must be activated to enable customers to check in on-line for
future appointments?
A. Business Location
B. Walk-Up Experience
C. Field Service Management
D. Service Organization - Correct Answer-Walk-Up Experience
What are some of the influencing factors that will help determine the type of
customer support desk structure required? (Choose four.)
A. Knowledge and skills required for agents
B. Geographical location of customer
C. Languages spoken by agents
D. Number and type of support tools available
E. Number of customer service portals used
F. Number of agents required - Correct Answer-Knowledge and skills required for
agents
Geographical location of customer
Languages spoken by agents
Number of agents required
4|Page
CIS - CSM EXAM PREP NEWEST 2026/2027 ACTUAL EXAM
COMPLETE 240 QUESTIONS AND CORRECT DETAILED ANSWERS
(VERIFIED ANSWERS) |ALREADY GRADED A+||BRAND NEW
VERSION!!
If the CSM Demo Data Plugin has been installed what are two options either of
which will prepare that instance to be used as part of the release path to
production? (Choose two.)
A. Zboot the instance
B. Disable the Case Interceptor
C. Remove the Demo Data via a HI Request
D. Clone back to this instance from a valid instance - Correct Answer-Remove the
Demo Data via a HI Request
Clone back to this instance from a valid instance
What criteria can be used to determine when a new inbound case should be
opened?
A. When a new customer is created
B. When an internal problem occurs
C. When a customer has a question or issue to resolve
D. When we have new marketing material for a customer - Correct Answer-When
a customer has a question or issue to resolve
1|Page
, CIS - CSM EXAM PREP
From a service provider's perspective, is the following a product or an asset?A
cable modem model that the service provider sells.
A. Product
B. Asset - Correct Answer-Product
Entitlements specify the level of service provided to customers.
A. False
B. True - Correct Answer-True
Partner admin contacts have access to the data of both their partner accounts and
customer accounts.
A. True
B. False - Correct Answer-True
Which of the following are best practice with regard to data imports? (Choose
two.)
A. When importing to multiple instances import to each instance separately.
B. Use ServiceNow automatic functionality to clean the data after it is in
ServiceNow tables rather than in the legacy repository.
C. Ensure the field data lengths in ServiceNow are adequate for the imported data
because ServiceNow does not automatically adjust the length.
D. Images embedded in Knowledge Articles should be uploaded separately. -
Correct Answer-Ensure the field data lengths in ServiceNow are adequate for the
imported data because ServiceNow does not automatically adjust the length.
2|Page
, CIS - CSM EXAM PREP
Images embedded in Knowledge Articles should be uploaded separately.
Cost Information on cases is available as part of the Performance Analytics
Content Pack for Customer Service.
A. True
B. False - Correct Answer-False
What is the purpose of the Guided Decisions capability?
A. Provide agents with an escalation guide
B. Guide agents through account management
C. Dynamically guide agents to help resolve complex cases
D. Provide agents with a knowledge guide - Correct Answer-Dynamically guide
agents to help resolve complex cases
Which feature enables you to quickly identify high-priority tasks based on multiple
dimensions, not just by a single field value like priority?
A. Case Performance
B. Case Analytics
C. Case Digest
D. Case Spotlight - Correct Answer-Case Spotlight
During which Now Create stage are workshops conducted?
A. Execute
B. Initiate
3|Page
, CIS - CSM EXAM PREP
C. Deliver
D. Plan
E. Close - Correct Answer-Plan
Which application must be activated to enable customers to check in on-line for
future appointments?
A. Business Location
B. Walk-Up Experience
C. Field Service Management
D. Service Organization - Correct Answer-Walk-Up Experience
What are some of the influencing factors that will help determine the type of
customer support desk structure required? (Choose four.)
A. Knowledge and skills required for agents
B. Geographical location of customer
C. Languages spoken by agents
D. Number and type of support tools available
E. Number of customer service portals used
F. Number of agents required - Correct Answer-Knowledge and skills required for
agents
Geographical location of customer
Languages spoken by agents
Number of agents required
4|Page
